Assign a Case to a Customer Advocate

Topics:

• How to escalate a case to a Customer Advocate in D365
• Verbiage suggestions for interaction referral to Customer Advocate
• What is the time frame for a Customer Advocate to call a customer back regarding a new case?

Answer:

1. Start a Case in D365, and document as the situation dictates.
   • Status Reason: In Progress
   • Case Title: Product issue + inquiry
   • Description: Include as much detailed information as possible, including names of servicers contacted, troubleshooting, details of issue/repair/quote, etc.
   • Recommend customer connect product (if applicable); this will help with timely next steps.
   • Avoid vague statements such as "service was out" or "ongoing issue."
   • Verify all customer contact information, including Account Primary Address, Unit Location, and Contact's Phone Number and Email.
     • Verify 800 numbers are allowed on customer's phone. 
     • Email is used when unable to connect with customer over the phone.        
2. Provide the caller a case number and let them know they will receive a call-back within 1-2 hours from a Customer Advocate to work with them on a solution.
   1. If it is after 4:30 p.m. Central, regardless of where the customer lives, let the caller know their call will be returned by 10:00 a.m. (their time) the next business day.
      • Ask for the number they can be reached at during this time frame, while reassuring them their call will be returned as promised, and the Customer Advocate will work with them to resolve their issue.
      • Enter details in the case Description.
3. If a customer requests a special day/time for a call-back, let them know the Advocate will return the call within the next two hours, and leave a message with their direct contact information and case number.
   1. That way the customer can reach out to their Advocate whenever it is convenient.
4. Save the Case.
5. Escalate the Case in D365.

See also:

• Customer Advocate Case - Customer Advocate Not Available - use this process if a customer calls and indicates they have not yet received a call from an Advocate.
• Assign a Case to a Customer Advocate - Previous Case Closed
• Customer Advocate Direct Dial Numbers